How I turned a 20-minute Xfinity customer support call into a 5-minute conversational AI experience

Efficiency comparison: conversational AI and live chat representative

I called Xfinity (Comcast) hotline because I wanted to set up an internet connection at my new apartment. I was also wondering about having a TV plan with them. These were my two main questions, followed by sub-questions, naturally.

The hotline bot was a waste of time since it couldn’t help me as a new customer and didn’t connect me to an operator no matter how hard I tried. The voice bot told me I had to go to Xfinity website and have a live chat with an Xfinity customer service representative - which I did.

The chat lasted 20 minutes. I had to talk to 2 representatives.

My questions were FAQs - extremely easy to answer when you call Xfinity customer support. I saw an opportunity for Xfinity customer service to better its customer support operations. So I built this app to demonstrate my thought process.

Conversational AI apps are the most efficient way to automate customer service and customer support. Remember the reduction in time spent conversing with the customer/user. Companies can use AI for contact centers, therefore optimizing the time and money they spend.